a study on customer satisfacation of lg washing machines with special reference to salem city

8/7/2019 A study on customer satisfacation of lg washing machines with special reference to salem city

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INTRODUCTION

Ancient people cleaned their clothes by pounding them on rocks or rubbing

them with abrasive sands: and washing the dirt away in local streams. Evidence of

ancient washing soap was found at Soap Hill in Rome, where the ashes containing the

fat of sacrificial animals was used as soap.

The earliest washing machine was the scrub board invented in 1797, American,

James King patented the first washing machine to use drum in 1851 ,the drum made

kings machine resemble a modern machine ,however it was still hand powered.

In 1858, Hamilton smith patented the rotary washing machine in 1874,

William Blackstone of Indiana built a birthday present for his wife. It was a machine

which removed and washed away dirt from clothes. The first washing machine

designed for convenient use in the home .

The Thor was the first electric-powered washing machine, Introduced in 1908 by

the Hurley Machine Company of Chicago, Illinois, the Thor washing machine was

invented Alva J. Fisher. The Thor was a drum type washing machine with a

galvanized tub and an electric motor. A patient was issued on august 9th 1910.

The Maytaq Corporation began in 1893 when f.l. mayatg began manufacturing

farm implements In Newton, Lowa business was slow in winter, so to add to his line

of products he introduced a wooden-tub washing machine in 1907 ,maytaq soon

devoted himself full-time to the washing machine business.

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The Whirlpool Corporation started in 1911 as the upon machine co., founded

in St. Joseph, Michigan, to produce electric motor-driven wringer washers.

The origins of the Schulthess Group goes back over 150 years. In 1909, they

began production of their first washing machines. in 1949,the schulthess. In 1951,

production of europes first automatic washing machines started. In 1978, the first

microchip-controlled automatic washing machines were produced.

In the early 1800s, clothes dryers were first being invented in England and

France. One common kind of early clothes dryer was the ventilator ,the first one

known to be built was a barrel-shaped metal drum with holes in it. it was turned by

hand over a fire.

One early American patent for clothes dryer was granted to George

T.Sampson on June 7, 1892. Sampsons dryer used the heat from a stove to dry.

When one does use a washing machine ,he/she generally select the length of

wash time based on the amount of clothes he /she wish to wash and the type and

degree of dirt he/she have. To automate this process ,we use sensors to detect these

parameters ,(i.e. volume clothes ,degree and type of dirt).the wash time is then

determined from this data. Unfortunately there is no easy way to formulate a precise

mathematical relationship between volume of clothes and dirt and the length of wash

tie required. Consequently, this problem has remained unsolved until very recently

.people simply set was times by hand from personal trail and the error experience.

Washing machines were not as automatic as they could be.

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To build a more fully automatic washing machine with self determining wash times

,focus is made on two subsystems of the machine:

(1) The Sensor Mechanism and

(2) The Controller Unit.

The sensor system provides external input signals into the machine from which

decisions can be made. It is the controllers responsibilities to make the decisions and

the outside world by some of output. because the input/output relationships is not

clear, the design of the washing machine controller has not in the past It self to

traditional methods of control designs.

OBJECTIVE OF THE COMPANY

The following are the objectives of the present study.

To study the socio-economic factor of the respondents.

To find out the reason for the purchase of LG washing machine by its users.

To know the level of satisfaction of the consumers towards various factor such

as quality, price, service etc.

To suggest appropriate measures to enhance the future prospect of the washing

machine.

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LIMITATION OF THE STUDY

The following are the factors limiting the present study.

1. The above study confined to salem city only. The outcome of result is only

applicable to consumers of LG washing machine at salem city.

2. As the time and resources are limited, eacs and every consumer in salem

could not be studied. So, only a sample of 50 consumers were taken into

account.

3. Due to sensitivity of questions being put and due to diversity of the people

being interviewed some of the responses may be biased.

4. The study focuses its attention only towards the household people.

SCHEME OF CHAPTERISATION:

1. The first chapter present the introduction, objectives of the study,

methodology of the study, limitations of the study.

2. The second chapter describes about the manufactured consumer goods.

3. The third chapter deals with the company profile.

4. The fourth chapter consists of the analysis and interpretation of the study.

5. The final chapter represent the summary of findings, suggestions and

conclusion.

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ALL ABOUT MANUFACTURED CONSUMER GOODS

Everyone knows that the varieties of consumer goods are countless. The

manufactured consumer goods are the products, which are sold to ultimate consumer

for consumption. They do not need any further processing whatsoever.

A.M.A committee has given the definition of manufactured consumer good as:

Manufactured consumer goods or products include all those which are destined

for use by ultimate consumers or households in such a form that can be used without

commercial processing. The sum total of buyers and sellers and their actions and

reactions, constitute the market for manufactured consumer goods as people; products

and activities represent such a market. It has the following salient features.

NUMEROUS BUYERS AND WIDE-SPREAD MARKET

There is a large army of buyers, in the sense that the consumer goods are sold

where there is the existence of human-being, with a desire to buy and who have

sufficient money to pay for the goods. The whole population in the world is termed as

consumers either present or potential. These commodities are meant for day to-day

living of one and all. This implies that the market for consumer goods is widespread.

It is because, these are meant for human consumption, that is inevitable.

Because of this big army of buyers it is impossible for the manufactures to deal

with them individually. Therefore, the producers employees the services of

middlemen, like wholesalers and retailers who work on behalf of them. Thus, the

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market for these goods is widespread. Where there is population, there we find the

market for these goods.

PURCHASES IN SMALL UNIT

Small-lot purchase is another note-worthy feature of these commodities, while

marketing. Consumer buy these commodities in smaller quantity.

This is because of the following reasons:

Majority of consumers are poor,

These goods are readily available at convenient points,

Unnecessary locking up of capital and deterioration in the quality of goods are

avoided

This is why, there is normal tendency to buy in small lots and at frequent

intervals. This feature of the market, comples the manufactures to use the mass

method of selling. They have to use the different media of advertising and distribute

the goods at retailing points.

POORLY INFORMED BUYERS

Consumers of there products are not fully aware of the details, of the goods

that are sold in the market. They are poorly informed in the sense, that are not

experts in buying the goods. To a great extent they depend on the sellers/distributors

advice. The consumer prones a confused person in this complex world. It is because;

Variety of competitive products are existing in the market,

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They do not have time to study the market,

Sellers are adopting aggressive advertisement.

Thus, it is the duty of salesman to tell the novelties or specialities and merits each

product. If demand is to be created, the consumer must be convinced.

PERSONAL CONSIDERATIONS

Since consumers are buying for self-gratification, personal views or

considerations dominate the decision as what buy and from where to buy? Some like

the services of a particular seller. Some may feel that cost of services is also added to

the price of products. Some may feel that cost of services is also added to the price of

products. Some may buy because of convenience, and novelties of products. This is

purely the psychology of every individual which bound to differ. Everyone is having

his own individuality. Another factor, guiding the personal considerations is income.

Income differs from individual to individual that determines his standard of

individual. So the purchase may also be in accordance with the income of every

individual. Price plays a vital role, which is, however, over ruled by style, suitability

and quality.

CLASSIFICATION OF MANUFACTURED CONSUMER GOODS:

Professor Melvin T.Copleand of the Harward Business School of U.S.A.

classifies the manufactured consumer goods, into three classes as convenience goods

shopping goods and speciality goods this classification is based on the buying

attitudes of the consumers and manners in which the services are provided by the

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sellers. Each classification is to be viewed, from two aspects, namely characteristics of

goods and marketing considerations.

MAIN FEATURES

1. Purchase at convenient location

The consumer prefer to buy these commodities, at a particular-shop which is

convenient from many points, as treatment, distance and services.

2. Full Knowledge About Products

Before making purchases, each consumer is fully aware of the use and merits

of such commodities. Consumer even knows about the substitutes. Even if the usual

brand is not available, he is prepared to buy alternative products.

3.

Demand is regular and continuous

All these commodities are used for a particular use and purpose. Life is

impossible without these things. Hence, is not only regular but also continuous.

4. Small units of purchase and low price

The unit price, of these convenience goods, is very low. Even the quantity of

buying is also very small.

5. Standardized products and price

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Control of quality is an essential feature of all manufactured product.

The products, of a particular brand, are homogeneous. Each product is a perfect

substitute for another.

6. Keen competition amoungst producers

Since production is on mass-scale and in anticipation of demand,

competition is keen and leads to product-differentiation. Every one is

competing to sell his own product.

7. Perishable commodities

Majority of these goods are perishable. The life of products, depents

upon the use and quality of the products.

MARKETING CONSIDERATIONS

While marketing the convenience goods, following factors are to be

given top priority, by the manufactures and middlemen, as alert marketers.

1. Display

Display of goods is inevitable, because they are competitive products that are

standardized as the price and quality manufactured by a number of products. Display

of goods takes two shapes window and counter. The purpose of window-display is

to attract the people to capture hearts and to make them to buy, the entering the shop.

Counter display, on the contrary, gives an idea of comparison, once they enter shop.

2. Advertisement

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Too many brands and types, of each producer, will mean confuision from the

point view of consumers. In order to educate the people, over these issues of

specialities and benefits, advertisement plays an important role. Highly aggressive

methods are essential to creat and extend demand.

3. Role of wholesalers

Due to infinite number if consumers, direct selling id\s almost impossible.

Even if it is followed, it would be very costly affair. Moreover, producers are not

expert in selling. They are to face many problems of their own. However, it is the

responsibility to sell the goods on the part of manufacturers. As there is keen

competition and as these goods are demanded at short notice whenever they are

required, the producers have to make them available at almost all the retail stores,

and for this purpose, they have to take the assistance from yhe wholesalers.

SHOPPING GOODS

Shopping goods are those consumer goods, where in the ultimate users

devote considerable time in making selection of these products before they buy.

These consumers hope from shop to shop, to select best goods available, Professor

William Stanton of Colorado university, defines as Those goods for which a

customer wishes to compare quality, price and style at several stores before

purchasing.

CHARACTERISTICS

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1. Product are durable

Shopping goods last for a pretty longer period of time. They become useless,

with constant use for years together. Because of this fact, demand is infrequent and

irregular. Such purchases are made from local dealers, to have timely repair and

installation services.

2. High unit price

The unit price is higher than those of convenience goods. The price of these

type of goods are is definitely higher. This is another reason, as to why, frequent

purchase are not encouraged. People are to think twice, before they commit to buy

such commodities.

3. Comparison in selection

The consumers move from shop to shop, while making selection till they are

satisfied to their hearts, content. Such comparison may be in term of price, quality,

style of the products. Not that, every consumer uses same basis of comparison in

buying these goods some may consider the style to be the main factor, other only

price. The basis of comparison, varies with a product and the shopper. Moreover, the

consumer spends much of time in selecting the product and they hold lot of

discussion with the dealers.

4. Preplanned purchasing

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The purchase of shopping goods are to be planned well in advance. Purchase

depends up on the size of the family, income of the family and the preference of the

head of the family. Further, such planning may involve monthly or occasional

savings.

5. Branding is unnecessary

Branding is less important for shopping goods, than for convenience goods.

Though, it plays a vital role in differentiating the products, it is not considered as the

essential point, customers are not interested in brand names, but in actual quality,

economy, durability and other benefits of the products. But this does not mean that

branding is not important.

6. Existence of competitive stores

There are different shops specialized in selling products, of single

manufacturer. No competitive products are sold by the store. However, it is not a

rule, but it is tendency. Very often, one finds a dealer selling products, produced

competing concerns to satisfy the varied needs of consumer.


The marketers give stress on the following points, while marketing the

shopping goods.

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1. Facility of comparison

There must be facility of comparison, because these products are of high value,

durable and are purchased infrequently. Wide range of products must be made

available to give a wider choice to the customers.

2. Convincing salesmanship

Since the customers do not know thew details of the product, it calls for a

tactful and convincing salesmanship. Merits and demerits are to be pointed

out.Creative salesmanship is quite unavoidable to convert the desire into demand.

Moreover, the sales are dependent on the retailer than on the name of the

manufacturer.

SPECIALITY GOODS

Speciality goods are those which have certain special features and because of

which, people make special efforts to purchase them.

The definitions committee of the A.M.A. defines Speciality goods as those

consumer goods with unique characteristics and brand identification for which a

signification group of buyers are habitually willing to make a special purchasing

efforts.

In the works of professor, M.T.Copeland, speciality goods are those which

have some attraction for the consumers, other than price, ehich induces him to put in

special effort to visit the store in which they are sold and to make a purchase without

shopping.

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Buyers have developed the brief that the products of certain manufactures are

superior to the general substitutes, so that, when they purchase this kinds of goods

articles, they will go to the stores ,Handling the brands they want. If the product is

out of stock, they prefer to wait until the store gets. Price Is not at all consideration.

CHARACTERISTICS

1. Full knowledge of products

Like convenience goods, buyers, are fully aware about the products. They

hardly enquire about the specialities or others aspects of products.

2. Bias on a Particular Brand

Each consumer has linking for a particular brand. Price is not the important

consideration but the speciality of the product.

3. Limited demand for products

All cannot buy these goods. Only those whose income is high, can afford to buy

speicality goods. Because of novelties and durability, the sufficiently high. Again,

the dealers are to invest funds for a longer period of time. The demand comes from

the rich class, and hence, it is limited. again these are the occasional and prestige

products.

4. High unit price

Price of speciality goods are very high. It is mainly due to Novelties.

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Limited centers of selling

There is not fun in opening too many selling outlets because they are durable

goods with highest price. Thus there will be a few retail outlets for these products.

Normally, only one outlet is used for making in a particular area.

Mass and aggressive publicity

Much amount is spent on advertising, to boost up the sales. It is because

advertisement brings about the specialities of the product.

Service facilities

The suppliers will have to extend certain services like, credit sales, after sales

services like guarantee, free repairing or servicing of the articles etc. there is no

necessity of wholesalers. Manufacturers can have, direct sale to the retailer or they can

open their own retail branches to serve the customers.

COMPANY PROFILE

LG was established in 1938 bu Byung-Chull Lee and started our trading in

dried fish with china and making models domestic consumption. The name LG means

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Three star and these stars resemble the characters that means Let it be large,

strong, and last forever. The company grew and diversified, and in 1953 a number of

subsidiaries began importing manufactured good from the west and making domestic

fabrics. Lee set up cheil sugar company, then the countrys only sugar refinery. The

success of this venture helped Lee set a course for future businesses. Over the next

decade the group set up a string of other divisions to make domestic substitutes for

good and commodities traditionally imported by korea.

The most important of these was LG Electronics, established in 1969 to replicate

imported electronics goods for the domestic market. The group formed partnership

ventures with other, mainly Japanese, electronics companies, including LG sanyo

electronics and LG NEC. LG began re-exporting television, and later VCRs and

microwaves, into western markrts, initially as private label products for ammerican

department stores, and latyer branding them LG from the late 1970s.

LG also moved into heavy industry in 1974 when it formed LG Petrochemical

Co and LG Havy industry company. In 1977 the group acquired Daesung heavy

industry company and renamed it LG ship-building company. LG precision company

was established in the same year.

The group became a key player in the semiconductor industry during the 1980s.

The group established LG data systems in 1985, the LG economic research institute in

1986, and the LG advanced institute of technology (SAIT) in 1987. By the end of the

b1980s the group had expanded into electronics, semiconductors, high polymer

chemicals, genetic engineering, and the aerospace industry.

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LG shifted its strategy away from low-priced bulk copies of other

manufacturers products and set up design offices in the US and Europe to focusmore

on the high end of the market. During 1999,Dell Computer and Apple both concluded

five-year deals to purchase several billion dollars worth of LCD displays from LG.

The Dell deal waslater extended to other components worth $16bn, including chips

and disk drives. The group also launched a massive marketing campaign designed to

boost general awareness of its products.

LG developed into one of koreas leading industrial conglomerates which

formed the engine for Koreas massive economic growth during the 1980s. after the

economic turmoil in asia during the 1990s the Korean government was presented by

the international monetary fund (IMF) to dismantle these giants to avoid damaging the

domestic economy. In response to government pressure the group abolished the

central management structure in 2001 and now operates as a group of 27 separate but

interlinked companies without a single parent.

The groups financial services and insurance arm is just as big as its electronics

division. LG life insurance is the worlds 10th largest life insurer, and is number one in

korea. Operating income in 2001 was over $17bn. LG fire & marine insurance is

koreas largest non life insurance company with bincome of over $570m. LG card is

one of the countrys leading credit companies, with over 7 million customers and

$12bn in annual card gross volume.

Other financial business include LG securities, koreas leading credit and finance

company LG capital and investment trust manager LG investment trust.

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LG heavy industries is a leading construction and shipbuilding company, with

sales in 2001 of over $3.1bn, while LG techwin makes aircraft and optical equipment.

The group has a number of chemicals industry subsidiaries led by LG general

chemicals.

The group manage a huge portfolio of other diversified business across

numerous sectors.

Key People:

Chairman Kun-Hee Lee

Vice chairman and Ceo Jong Yong Yun

President and chief of staff Hak Soo Lee

Kun Hee Lee is chairman of the groupsbiggest business, LG Electronics.

Kun-Hees son, Jae Yong Lee, became vice-president of LG Electronics in 2000.

Jong-Yong Yun is Vice Chairman & CEO of LG Electronics, Soo-Bin Lee is CEO

and Chairman of LG life. LG Electronics marketing department is based in the US and

is headed by Eric Kim, EVP, Global marketing. Michael moon is SVP, Global

Stragic Services; Matt Rayner is VP, Global media.

LG Group has reason to sing the chaebol has surpassed its former archrival, the

erchrival, the erstwhile Hyundai group, to become the #1 business group in south

korea. LG flagship unit is LG electronics, which is the worlds top maker of dynamic

random-access memory (DRAM) and other memory chips , as well as a global

heavyweight in all sorts of electronic rear, include LCD panels, DVD players, and

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cellular phones. Other affiliated companies including credit-card unit LG card, LG

general chemicals, LG life insurance,LG securities, and trading arm LG corporation

Key People

*Chairman, LG Electronic: Kun-Hee Lee

LG electronics is an electronics Samson. One of the worlds clargest

Semiconductor manufacturers, LG electronics is also south Koreas top electronics

company. It makes many kinds of consumer devices, including DVD players, big-

screen televisions, and digital cameras, computers, color monitors, LCD panels, and

printers semiconductors such as DRAMs, SRAMs, and flash memory and

communications devices ranging from wireless phones to networking switches. The

company, which is the flagship member of LG group, also makes microwave ovens,

refrigerators, air conditioners, and washing machines.

RESEARCH METHODOLOGY

The present study have been based on both the primary and secondary data. As

the concept of usage of the washing machine is itself is not a one, it was necessary to

base the research work on primary data rather than on secondary data.

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In this project study, secondary information regarding the washing machine,

company profile etc. are collected through logging on to web-sites and by referring to

various published books, broachers and pamphlets.

SAMPLING DESIGN

It is an established fact, that the result of a census study (that is studing the

whole population) and that of sample would be almost the same. In this study the

convenience sampling method is been used. In salem town maximum of the

households have washing machine. Hence, 50 respondents have been choosen and the

relevant information were collected from them they have been selected randomly for

useful analysis.

TOOLS FOR ANALYSIS

The following tools have been applied in the present study

1. Simple percentage method

2. Mode

3. Simple bar diagram and pie-diagram have been used for explaining the analysis

1. Simple Percentage Method

Percentage are useful chiefly for the purpose of aiding comparison. A

percent is the number of hundredth part one number is of another. By using the

algebraic notation as follows.

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p% = (b1/b0) 100

p% -----the number of parts of 100, ie. The percent.

b0-------the base used for comparison

b1 ------the given data.

2. Mode

One type of Central value or Center of the distribution is the value of

greatest frequency or more precisely, of greatest frequency density is known as

mode. In other word, the value which occurs most frequently is known as the

mode.

3. Simple Bar Diagram

A simple bar diagram is used to represent only one variable.

4. Pie Diagram

This type of diagram is used to show the break-up of a total into

component parts.

ANALYSIS AND INTERPRETATION OF DATA

TABLE NO 4.1

TABLE SHOWING THE CLASSIFICATION OF THE

RESPONDENTS BASED ON THEIR SEX

Sex No. Of respondents Percentage(%)

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Female 34 68

Male 16 32

TOTAL 50 100

SOURCE : Primary Data

The above table reveals that out of the total respondents, 32% are

male and 68% are female.

Thus, it is clear that the maximum respondents are from female

category.

CHART-4.1

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34

68

16

32

0

10

20

30

40

50

60

70

% of

Respondents

Female Male

Sex

THE CLASSIFICATION OF THE

RESPONDENTS BASED ON THEIR SEX

No.ofRespondents

Percentage(%)

TABLE NO 4.2

TABLE SHOWING THE AGE WISE

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CLASSIFICATION OF THE RESPONDENTS

Age No. Of respondents Percentage(%)

Below 20 Years 13 26

21 to 40 years 17 34

41 to 55 years 8 16

Above 55 years 12 24

TOTAL 50 100

SOURCE : Primary Data

The above table shows that among the total respondents, 26% of the

respondents are below the age of 20 years, 34% of the respondents are

between the age of 21 to 41 years, 16% of the respondent fall in between

the age group of 41 to 55 years, 24% of the respondents are above the age

of 55 years.

It is clear that a miximum of the respondents fall under the age group

of 21 to 40 years. The age wise classification of the respondents is

represented by way of a sub-divided pie-diagram in Chart No.1.

CHART NO 4.2

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Age wise classification of the

respondents

16%34%

26%24%Below 20 Years

21 to 40 years

41 to 55 Years

Above 55 Years

TABLE NO 4.3

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TABLE SHOWING FAMILY MEMBERS WISE CLASSIFICATION OF

THE RESPONDENTS

FAMILY

MEMBERS

NO. OF RESPONDENTS PERCENTAGE(%)

Below 3 6 12

3 to 4 24 48

5 to 6 15 30

Above 6 5 10

TOTAL 50 100

SOURCE: Primary Data

The above table reveals that 12% of the total respondents have a family size of

less than 3 members, 48% of the respondents have 3 to 4 members in their family,

30% of the total respondents have 5 to 6 members in their family and 10% of the total

respondents above 6 members.

It is clear that majority of the respondents have a family size of 3to 4

members. The respondents classifications based on their family size represented by

way of a multiple bar diagram in chart No.2.

CHART NO. 4.3

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FAMILY SIZE OF THE RESPONDENTS

6

2415

512

48

30

10

01020304050

60

Below

3

3 to 4 5 to 6 Above

6

No.of Members

%ofRespondents

No.ofRespondents

Percentage(%)

TABLE NO 4.4

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TABLE SHOWING EDUCATIONAL QUALIFICATION OF THE

RESPONDENTS

EDUCATIONAL

QUALIFICATION

NO. OF

RESPONDENTS

PERCENTAGE(%)

Illiterate 4 8

School Level 6 12

Graduate 17 34

Post Graduate 19 38

Others 4 8

TOTAL 50 100


The above table shows that 34% of the respondents are graduates and 38% of the

total respondents are post graduates, Illiterate respondents are about 8% and 12% of

the total respondents completed their schooling.

The above table clearly shows that the post graduates are the majority to

respond.

CHART-4.4

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46 6

12

17

34

19

38

4

8

0

5

10

15

20

25

30

35

40

% of

Respondents

Illiterate School

Level

Graduate Post

Graduate

Others

Education

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

No.of Respondents

Percentage(%)

TABLE NO 4.5

TABLE SHOWING OCCUPATION WISE CLASSIFICATION OF THE

RESPONDENTS

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OCCUPATION NO. OF

RESPONDENTS

PERCENTAGE(%)

Student 8 16

Govt.Employee 5 10

Private Employe 17 34

House Wife 13 26

Others 7 14

TOTAL 50 100


From table no.5 it is clear that out of the total respondents 16% of respondents

are students, 10% of the total respondents are government employees, 34% of the

respondents are private employees, 26% of the respondents are our house wives, 14%

of the respondents are occupied in other type of job.

Thus , it is understood that among the total respondents, majority to respond are

the private employees and next comes the house wives.

CHART-4.5

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8

16

5

10

17

34

13

26

7

14

0

5

10

15

20

25

30

35

% of Respondents

Student

Govt.Employee

PrivateEmployee

HouseWife

Others

Occupation

OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS

No.of Respondents

Percentage(%)

TABLE NO-4.6

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TABLE SHOWING THE FAMILY INCOME VISE CLASSIFICATIONS

OF THE RESPONDENTS

MONTHLY

INCOME

NO. OF

RESPONDENTS

PERCENTAGE(%)

Below rs.4000 20 40

Rs.4000 to rs.8000 14 28

Rs.8000 to 15000 10 28

Above rs.15000 6 12

TOTAL 50 100

SOURCE:primary data

The above table shows that 40% of the total respondents are earning an income

which is below rs.4000, 28% of the respondents are getting an income between

rs.4000 to rs.8000, 20% of the respondents are earning an income between rs.80000 to

rs.15000,12% of the respondents are earning a monthly income more than rs.15000.

The income wise classification of the respondents are show by way of a

multiple bar diagram in chart no.3.

TABLE 4.7

TABLE SHOWING CLASSIFICATION OF THE RESPONDENTS

BASED ON THE MODEL OF THE WASHING MACHINES USED

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MODEL NO. OF

RESPONDENTS

PERCENTAGE(%)

Semi automatic 22 44

Fully automatic 15 30

Top load and front

panel load

13 26

TOTAL 50 100

SOURCE :Primay Data

The above table shows that among the total respondents 44% of the respondents

are using the semi automatic type, 30%of the respondents are using fully

automatic,26% of the respondents are using top load range.

The model of the washing machine used by the represented by may of pie

diagram in Chart No.4.

TABLE NO-4.8

THE TABLE SHOWING THE THE RESPONDENTS WAY OF

PURCHASING THE WASHING MACHINE

MODE OF

PURCHASE

NO. OF

RESPONDENTS

PERCENTAGE(%)

Exchange offer 13 26

Through own finance 15 30

Trough hire purchase 14 28

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System

Gift 8 16

TOTAL 50 100


From the above table it is clear that, out of the total respondents 26% have

purchased the washing machine though exchange offer, 30% through their own

finance, 28% among the total respondents bought their washing machine through

hire purchase system and the remaining 16% got the machine as a gift

TABLE NO-4.9

TABLE SHOWING THE INFORMANT A GENT OF THE WASHING

MACHING

INFORMANT

AGENT

NO.OF RESPNDENT Percentage(%)

Advertisement 28 56

Friends& Relatives 16 32

Dealers 1 2

Others 5 10

TOTAL 50 100


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From the table no.9 it is understood that 56% of total respondents came to know

about the washing machine by means of advertisement. 32% of the respondents came

to know through their friends& relatives. 2% of the respondents were informed about

the washing machine through the dealers and only 10% of the respondents came to

know about the washing machine through other sources.

It is clear that majority of the consumers came to know about the washing

machine only through advertisement

TABLE NO-10

TABLEION SHOWING THE RESPONDENTS OPINION ABOUT THE

EFFECTIVENESS OF THE ADVERTISEMENT

LEVEL OF

SATISFACTION

NO. OF

RESPONDENTS

PERCENTAGE(%)

Highly satisfied 9 18

Satisfied 38 76

Dis-satisfied 3 6

TOTAL 50 100


The about table shows that with regard to advertisement of the washing machine

18% of the respondents are highly satisfied, 76% of the respondents are satisfied and

6% of the respondents are Dis-satisfied.

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FINDINGS

It is found that out of the selected respondents, a majority of 68% were female

respondents.

It is found that out of the total respondents 34% are in the age group of 21 to

40 years and 24% of them are aged above 55 years

Regarding the size of the respondents, 48% of the respondents are having 3 to

4embers in their family and 12% of them have a family size with less than 3

members.

It is found that post graduates are in majority (38%) to respond.

It is understood from the analysis, that out of 50 respondents 34% are private

employees and only 26% are house wives.

It is found that out of the selected respondents, a majority of 40% earn an

income which is below rs.4000.

It is found that 44% of the selected the respondents are using semi automatic

type of washing machine.

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It was interesting to know that 30% of the respondents bought their washing

machine with their own money itself. Only 28% of them got the machine

through hire purchase system.

A majority of 56% of the total come to know about the machine through

advertisements.

It is found that a majority of 76% of the respondents are satisfied with the

effectiveness of the advertisements.

It is found that 585 of the respondents are using the washing machine for the

past 1 to 3 years.

While selecting the washing machine 48% of the respondents preferred the

machine for its quick wash and 24% of them for its digital display.

Its found that out of the respondents 88% who are availing the after sales

services providesd by the company.

Regarding the price of the washing machine, 36% feel that the price is

economical and 20% of them feel that the washing machines are highly priced.

A majority of the respondents are satisfied are satisfied with the consumption

of the power by machine.


compactness, capacity and wheel system of the machine respectively.

A majority of 52% of the respondents are satisfied with the washing system of

the machine.

It is found that 44% of the respondents are satisfied with the water pressure

provided in the machine.

Among the total respondents 42% of the respondents are highly satisfied with

the temperature permitted in the machine.

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A majority of 50% of the respondents are satisfied with the colour of the

machine.


control system of the machine.

SUGGESTIONS

It is recommended by the company has to concentrate its marketing in rural

areas still to some extend, as the rural population accounts for 3 quarters of

indias population.

Its recommended that the washing machine must be provided at still more

reasonable price, so that the company can capture the entire market easily in

the future.

The washing machine has to take effective measures for avoiding the

bargaining prices offered by the dealers at the showrooms, so that the product

will have a even price throughout the market. By which the image of product

can be safeguarded.

It is necessary for the company to establish more service stations, by which the

complaints of each and every consumers, about the washing machine looked

forward easily, so that the image of the product can be safeguarded.

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Special offers and discounts are needed in order to enhance the sales of the

washing machines.

CONCLUSION

The marketer must see that consumers with purchasing power constitute

a potential market. No sales can be made unless there are buyers. It is essential

for the markets to carry out the business in such a way thus they give

satisfication to consumers needs at a profit. In many cases consumers are

ignorant about their needs. The marketer adopts the consumers point of view

and tries to make what they can sell, but not sell what they can make. They

become consumer oriented. A manufacturer should study the consumers in

relation to their needs, desire and satisfaction and their design and make

products to match the taste of the consumers.

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BIBLIOGRAPHY

Book Referred

Sontakki. C.N. - Marketing Management

Pillai And Bagavathi. R.S. - Modern Management

Guptha D.R. And Sumitra Pal - Consumer Behavior

Rajan Nair. N. And Sdanjith. R. Naur - Marketing

Kotharri. C.R. - Research Methodology

Saravanvel. S.P. - Research Methodology

Guptha. S.P. - Statistical Methods

Web Site

www.lgwashing machine.com

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A STUDY ON CUSTOMER SATISFACATION OF LG

WASHING MACHINES WITH SPECIAL REFERENCE TO

SALEM CITY

QUESTIONNAIRE CUM SCHEDULE

1. Name of the Respondent :

2. sex : Male Female

3. Age

Below 20 yrs 21 to 40 yrs

41to55 yrs Above 35 yrs

4. Maital status:

Married Unmarried

5. Number of family members:

Below 3 3 to 4

5 to 6 Above 6

6. Eductional Qualification:

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Illiterate school level

Graduate post graduate

Others

7. Occupaion:

Student Govt. Employee

Privateemployee House Wife

Other

8. Family Income Level Per Month :

Below Rs.4000 Rs. 4000 To Rs.8000

Rs.8000 To 15000 Above Rs.15000

9. Please specify the type of LG washing machine that you are using now :

Semi Automatic Fully Automatic

Front Loading &

Top Loading

10.On what basis did you bought this machine?

Exchange Offer Through Own Finance

Through Hire Purchase Gift System

11.If you have bought your washing machine through hire purchase system, who

has arranged finance for your?

Dealers Bank

Other source

12.How do you came to know about this machine?

Advertisement Friends &Relatives

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Dealers other sources

13.What is your opinion about the advertisements of this effectiveness of this

product ?

Highly Satisfied Satisfied

4 To 5 Years Above 5 Years

14.For how long are using this machine ?

Less than 1 Year 1 To 3 Years

4 To 5 Years Above 5 Years

15.In your opinion what is the most attractive features available in LG washing

machine ?

Buzzer Digital Display

Quick Wash Rust Proof

Over Load Protection

16.Does your company provides any other sales service ?

Yes No

17.What is your satisfication level regarding the sales service ?

Highly Satisfied Satisfied

Dis-satisfied

18.How do you feel about the pricing ?

High Priced Low Priced

Not So High Economical

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19. Opinion Survey :

20.In your opinion what is the improvement needed for LG washing machine in

terms of :

Price Range Product Range

Quantity Colour

Place Availability

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Produt Attributes Highly Satisfied Satisfied Dis-Satisfied

Power consumption

Capacity

Type of wash

system

Speed

Compactness

Water pressure

Temperature

permitted

Wheel

Colour

Control system


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a study on customer satisfacation of lg washing machines with special reference to salem city

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